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E-commerce complaint procedure www.argus.sk
 

1. GENERAL PROVISIONS

1. The Complaints Procedure is an integral part of the General Terms and Conditions („GTC“) of the seller ARGUS spol. s r.o. with its registered office in Ostrov n. 444, 92201 Ostrov, Slovak Republic, VAT No: 31444504, registration: in the Commercial Register of the Trnava District Court, Section: Sro, Insert n. 293/T and describes the procedure for dealing with complaints about goods acquired from the seller.
2. The buyer is obliged to get acquainted with the Complaints Procedure and the GTC before ordering the goods. At the same time, the buyer acknowledges that he is obliged to provide the seller with the cooperation necessary to handle the complaint, otherwise the deadlines are extended accordingly by the time in which the buyer did not provide the seller with the required cooperation.
3. By concluding a purchase contract and taking over the goods from the seller, the buyer agrees to these Complaints Rules.

2. WARRANTY

1. If the buyer finds a defect in the purchased goods during the warranty period, for which the seller is responsible, he has the right to claim the goods.
2. The warranty period begins from the date of receipt of the goods by the buyer. The seller provides a warranty for the delivered goods for a period of 24 months. The warranty period is extended by the time during which the goods were under warranty repair. If the item is exchanged in order to satisfy claims for defects, a new warranty of 24 months begins to run.
3. At the request of the buyer - consumer, the seller is obliged to provide a written guarantee (warranty certificate). If the nature of the item allows it, it is sufficient to issue by the buyer a proof of purchase containing the information, which must contain the warranty card, instead of the warranty card. If longer than the statutory warranty is provided, the seller shall specify the conditions and extent of the warranty extension in the warranty certificate. The warranty card must contain the name and surname, name or business name of the seller, VAT No, registered office, if it is a legal entity, or residence, if it is a natural person, the content of the warranty, its scope and conditions, length of warranty period and data necessary to claim.
4. The warranty covers manufacturing defects of the goods or other defects that were not caused by unprofessional or careless handling, use of the product contrary to its purpose or mechanical damage, intervention of an unauthorized person, including the user, or other unprofessional intervention, error of the buyer relating to the properties , which he assumed from the photographs of the offered goods in the e-shop when ordering the goods, a change in the consumables or as a result of the repair of the goods performed by an unauthorized person. The warranty does not cover normal wear and tear of the goods (or its parts) caused by the use of the goods. The shorter service life of the product cannot be considered a defect and cannot be claimed as such.
5. If the goods are not in accordance with the purchase contract upon acceptance by the buyer (hereinafter referred to as "conflict with the purchase contract"), the buyer has the right to sell the thing free of charge and without undue delay to the state corresponding to the purchase contract; the buyer's requirements either by exchanging the item or by repairing it; if such a procedure is not possible, the buyer may request a reasonable discount on the price of the item or withdraw from the contract. This does not apply if the buyer knew about the conflict with the purchase contract before taking over the goods or caused the conflict with the purchase contract himself. Conformity with the purchase contract means, in particular, that the sold thing is flawless when taken over by the buyer, shows the quality and performance required by the contract, described by the seller, manufacturer or his representative, or expected on the basis of their advertising, or quality and performance characteristics for a thing of this kind, usual to meet the requirements of the law, to be in an appropriate quantity, measure or weight and to correspond to the purpose stated by the seller for the use of the thing or for which the thing is usually used.

3. PROCEDURE FOR FILING A COMPLAINT

1. If the buyer wants to complain about goods purchased in the online store argus.sk, we recommend announcing this fact as soon as possible via the online complaint form Sending this document will greatly simplify the identification of the consignment and faster processing of the request.
2. The buyer is obliged to state in the complaint a detailed specification of defects in the goods. The received goods will be tested only for the defect described in the complaint. Shipments for which it will not be clear why they were sent to the seller will be returned to the sender at his expense.
3. The buyer sends the claimed goods to the address: ARGUS, spol. s r. o., Športová 444, 922 01 Ostrov.
4. We advise to send the goods in the original packaging or in a suitable transport packaging, because the seller is not liable for any mechanical damage before receiving the goods. In the case of a justified complaint, the buyer has the right to reimbursement of the costs of making a complaint in the amount necessary for safe delivery (the buyer must provide proof of this transport). In the event of an unjustified complaint, the buyer is not entitled to reimbursement of its costs associated with handling the complaint and the seller will charge the buyer the shipping costs associated with the return of the claimed goods to the buyer. In the event of an unjustified complaint, the warranty period is not extended.

4. COMPLAINT RESOLUTION

1. The seller usually decides on the complaint immediately after receiving the claimed goods and inspecting them, in complex cases usually within 3 working days. This period does not include the time appropriate to the type of product required for a professional assessment of the defect.
2. Complaints, including defects, will be settled without undue delay, no later than 30 calendar days from the date of the complaint, unless the seller and the buyer agree otherwise. The seller will notify the buyer of the result of the complaint by email. After the expiration of this period, the buyer-consumer has the same rights as if it were a defect that cannot be removed. The seller shall issue to the buyer-consumer a confirmation of the date and manner of handling the complaint, including a confirmation of the possible execution of the repair and its duration, or a written justification for rejecting the complaint. Complaints and suggestions of buyers - consumers are handled in a similar way as complaints.

5. ALTERNATIVE SETTLEMENT OF DISPUTES IN THE COMPLAINT OF THE BUYER - CONSUMER

1. The buyer (consumer) has the right to ask the seller to correct the method of handling the complaint or if he feels that his rights have been violated in the complaint process. The consumer sends the application by e-mail to eshop@argus-sk.sk. If the seller responds by refusal or does not respond at all within 30 days, the consumer has the right to file a motion to initiate alternative dispute resolution of the subject of alternative dispute resolution pursuant to Act no. 391/2015 Coll. as amended. According to §3 of Act no. 391/2015 Coll. as amended are the bodies and authorized legal entities, the list of which can be found on the website of the Ministry of Economy http://www.economy.gov.sk/zoznam-subjektov-alternativneho-riesenia-spotrebitelskych-sporov/146987s. The proposal may be submitted in the manner specified in more detail in §12 of Act no. 391/2015 Coll. as amended.
2. The consumer can also file a complaint online using the ADR platform at http://ec.europa.eu/consumers/odr/index_en.htm
3. Alternative dispute resolution can only be initiated by the consumer - a natural person who does not act within the scope of his / her business activity, profession or employment when concluding and fulfilling the consumer contract. Alternative dispute resolution cannot be started if the value of the dispute is less than € 20.00. The ADR entity may charge the consumer a fee for initiating ADR up to a maximum of € 5.00 with VAT. Alternative dispute resolution only applies to distance contracts.